Enhancing customer experience with UPM Pulp Connect Digital Services
UPM Pulp Connect Digital Services takes the customers’ experience to the next level – making the overall experience with us smarter, faster and more seamless.“Our goal is to make it easy for our customers to access the information they need – whenever and wherever it suits them best”
A wide range of digital solutions for diverse needs
So, what are UPM Pulp Connect Digital Services? Our digital services will eventually include three solutions for our customers: Customer Portal, Integrations and AI Chatbot. Together, they enable quick and accurate service 24/7, making our customers’ work easier and freeing up time to focus on new business opportunities and building a more sustainable future together.
“This is not a single destination; instead, it is a continuous journey we share with our customers. We recognize that customers are at varying stages of their digital journey, which is why our solutions are thoughtfully designed to support their unique needs – whether they're just beginning or already well advanced,” Paloheimo says.
Customer Portal – everything available in one place
The first solution is the UPM Pulp Connect Portal, which is already available to most of our customers and forms the foundation for the ongoing development of our digital customer experience. Through the portal, customers can access key order details, such as delivery status and EUDR documents, export CO₂ data, request samples or trials, and more.
Although the customer portal is an effective way to make all relevant information available, we also recognize that many customers use multiple portals from different suppliers. This means that while the data is available around the clock, it may still be scattered across several platforms. To solve this issue, we want to provide our customers with the possibility of integrating their systems with ours.
Integrations – seamless data flow into customers’ systems
UPM Pulp already offers a range of integrations but is also currently developing a new API-based (Application Programming Interface) integration solution that will make onboarding faster and technologically less complex. This will allow UPM Pulp to offer integration solutions to a broader range of customers.
“We want to provide our customers with solutions that meet their evolving needs,” Paloheimo explains.
These integrations are designed to feed data directly into customers’ own systems and tools, allowing them to use the data seamlessly with their own data in real time, without having to log into multiple systems to find and export it.
AI Chatbot – intuitive access to data, anytime
Last but not least, the third digital services solution under development is UPM Pulp Connect AI Chatbot. It will rely on the same databases and integration layers as the API integrations, ensuring the source data is accurate and up to date, so the AI chatbot produces reliable answers.
The AI chatbot will be launched later to expand the options available to customers to gain insights and interact with their data.
Developing services for the future
“As AI accelerates development and reduces costs, it's increasingly likely that customers will demand flexible, direct and real-time access to their data as they begin to explore and embrace new technologies at an increasing pace,” Paloheimo notes.
With UPM Pulp Connect Digital Services, UPM Pulp provides access to high-quality data on orders, deliveries and invoices, as well as further information, for example on sustainability, EUDR and products. “We’ve listened to our customers, and our goal is to develop our digital services with the customer at the center, ensuring that our data is high-quality, relevant and easily accessible,” Paloheimo explains.
UPM continuously develops better ways to serve its customers, and Pulp Connect is a prime example of that commitment.